Client Success
Client Access and Credential Collection
Needs review — This SOP contains our content but has not been verified by Nick. Treat as a working draft until marked Live.
SOP: Client Access and Credential Collection
Section titled “SOP: Client Access and Credential Collection”Last Updated: June 2026 Owner: CSM
Purpose
Section titled “Purpose”Make sure Tekton has the access needed to do the work. Missing access is a CSM-owned blocker until it is received, safely stored, or escalated.
Common access types
Section titled “Common access types”- Google Business Profile
- GA4 / Google Search Console / Google Tag Manager
- domain registrar and DNS
- website CMS or hosting
- Meta Business Manager / ad account / page
- GoHighLevel or CRM accounts
- Google Workspace
- old agency/vendor accounts
- logo, photos, service lists, and brand assets
Request standard
Section titled “Request standard”Every access request should include:
- what we need
- why we need it
- safest way to send or grant it
- what happens next after we receive it
- fallback if the client is unsure
Tracking
Section titled “Tracking”For each missing access item, record:
- system needed
- client contact responsible
- date requested
- follow-up date
- current blocker
- specialist waiting on it
- where access is stored once received
Follow-up cadence
Section titled “Follow-up cadence”- Day 0: initial request
- Day 1-2: polite follow-up if work is blocked
- Day 3-5: explain the delivery impact
- After Day 5: escalate internally and mark the fulfillment blocker clearly
Storage rule
Section titled “Storage rule”Do not leave passwords or sensitive credentials loose in Discord, email, or a client note. Use the approved credential/access location for the client and link to it from TaskTracker where appropriate.
Definition of done
Section titled “Definition of done”- access received or confirmed unnecessary
- specialist confirms they can use it
- credential/access location is documented
- client knows the next step
- blocked work is released or escalated